As part of the First Line Support (FLS), you will be the single point of contact with the user community. You will be responsible for the day-to-day interaction with customers, partners, account managers and R&D. You will:
Manage incidents via e-mails, calls and Instant Messaging (IM).
Provide high quality support.
Address incidents efficiently by gathering/logging all necessary information for troubleshooting.
Resolve user’s incident and escalating incidents and problems that cannot be resolved within FLS to Second Line Support (SLS) or R&D depending on the incidents.
Ensure that users are kept up to date on the status of incidents and problems is your task.
Ensure that incidents are handled within the agreed SLA.

Requirements

What we are looking for in a candidate:

Bachelor Degree in Computer Science, Information Technology, Telecommunication, or equivalent.
Fulltime availability and willing to work in shifts, public holidays and weekends.
Fresh graduates are encouraged to apply
Strong analytical, problem solving and solution-oriented abilities.
Pro-active team player with excellent interpersonal and communication skills.
An adaptable and flexible personality that is a mix of winner, challenger, and innovator.
Candidates must be fluent in English. Bahasa Malaysia and Mandarin are preferred and knowledge of other languages is beneficial.
Willing to work from our office located at Jalan Raja Chulan, Kuala Lumpur.
Knowledge on Mysql, Unix or Linux OS will be an added advantage.